Help Desk Support Analyst II at World Resources Institute (WRI)

Job Highlight:

• In this role, you will be based in Nairobi office and provide Tier I & Tier II support in a high volume capacity responding to calls among a small team. You will be supported by the Global IT Team.
• You will report to the IT Technical Manager and to the WRI Africa Director of Finance and Operations.

What will you do:

• Escalate priority support issues to senior staff or corporate technology groups
• Collect and forward all relevant information prior to escalation to allow senior staff to operate efficiently
• Maintain a positive working relationship with business lines and other departments
• Prioritize and schedule work as necessary to maintain department service level agreements
• Maintain and monitor department mailbox
• Update and maintain cases in a timely fashion
• PC hardware and software procurement

Wireless and remote connectivity troubleshooting

• Enhance team productivity by helping others
• Provide technical supervision on small projects
• Write clear and concise technical documents
• Adhere to department policies and procedures.

What will you need:

• Education: You have a completed bachelor's degree in Computer Science or related area. Relevant certifications are desirable, in particular related to Microsoft (AZ-104: Microsoft Azure Admnistrator or SC-900: Microsoft Security, Compliance, and Identity Fundamentals)
• Experience: You have 3+ years of full-time, relevant working experience, including experience with:
• Providing troubleshooting support within a small or large systems team

Application support

• Supporting users in a remote/help desk environment
• Endpoint or workstation, Dell preferred
• Providing support for Windows 10 or 11 in a corporate environment
• Providing support for MS Outlook
• Providing support for MS 365 suite desktop and web apps
• Azure or Endpoint Manager
• Languages: You are proficient in written and spoken English. Skills in a second language desirable
• Requirements: Existing work authorization is required where this position is based. WRI is unable to authorize visa work authorization.